Interview the people doing the work
Vergent conducts 5–8 interviews across the roles involved to identify recurring delays, rework and decisions that require escalation.
Entry engagement
Operations Diagnostic
One function or workflow. Two to three weeks. A fixed scope and fee agreed upfront. The diagnostic gives management the evidence to decide what to change in the next 90 days.
Fieldwork
What the diagnostic examines
Walk through real cases
An on-site walkthrough follows the work from trigger to completion. Vergent compares the documented route with what happens when a case falls outside the rules.
Assess workload and handoffs
Vergent examines activity volumes, available time records and points of transfer. Estimates are labelled separately from observed data.
Management pack
What you receive
- AS-IS maps of one or two core processes, validated with the teams involved.
- A ranked list of bottlenecks, the supporting evidence and their operational implications.
- Quick wins that the process owner can assess and act on immediately.
- A 90-day roadmap with priorities, dependencies and proposed owners.
- A management presentation to review findings and agree next decisions.
Timing assumes access to the agreed people and records. Implementation can be scoped separately after the management review.
Next decision
What management can decide
Which changes can be made now, which need a pilot and which require better evidence before investment.
Illustrative deliverable
Order release: an extract from a workflow review
Created for this website to illustrate the format. This example uses no client information.
Sales · order intake→Finance · credit decision→Operations · release
01 / Sales
Capture the order
Record the customer reference, items and requested delivery date. Return incomplete requests to the account owner.
02 / Finance
Check the terms
Compare the order with the approved credit policy. Route exceptions to the authorised approver and record the decision.
03 / Operations
Release for fulfilment
Release complete orders once terms are cleared. Keep a visible reason and owner for any order on hold.
Question for management
Are orders waiting for a credit decision, or for the information Finance needs to make one? Compare timestamps and hold reasons before changing approval authority.
Define the workflow to examine.
Identify its starting point, the team that receives the output and the management decision the diagnostic should support.
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